CUSTOMER ADVOCATE SPEC

Customer Advocate Spec South Jordan , Utah Open Date 11 / 11 / 2021

Requisition Number PRN28442B

Job Title Customer Advocate Spec

Working Title Customer Advocate Spec

Job Grade UGR

FLSA Code Nonexempt

Standard Hours per Week 40

Full Time

Shift Day

Work Schedule Summary

VP Area U of U Health - Academics

Department 01455 - Dermatology Clinical Hpp

Location Other

City South Jordan, UT

Type of Recruitment External Posting

Pay Rate Range 13.00-19.22

Close Date

Open Until Filled Yes

Job Summary

This is a call center position servicing patient scheduling needs. This position provides excellent customer-focused service in a call center by handling inbound and outbound telephone calls supporting patient scheduling, provider messaging, and general operator services functions.

This position maximizes efficiency by facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff and various departments.

This position has no responsibility for providing care to patients.

This position is considered Category IIA : Not required on campus and has the ability to telework remotely for the duration of the University of Utahs response to COVID -19.

An employee hired into this role will be responsible for providing space, telephone, printing, networking and / or internet capabilities at the telecommute location and agree to the terms of the University of Utah campus and Health Academics COVID -19 Telecommuting Agreement.

This position will need to be onsite initially for training. After training period, staff are generally eligible to work remotely.

Responsibilities

• Provides excellent customer service by resolving concerns and responding to inquires in a professional and engaging manner.
• Coordinates services provided to customers according to policies and procedures, and provides customer education, as needed.
• Maintains excellent schedule adherence and productivity standards.
• Handles all customer contacts in a timely and efficient manner. Customer contacts include patient scheduling requests, sending provider messages, customer inquires, complaints and feedback calls.
• Performs other administrative or clerical duties and projects as assigned by the manager.

Knowledge / Skills / Abilities

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
• Demonstrated excellence in verbal and written communications.
• Ability to respond appropriately to customer requests for one call resolution.
• Demonstrated computer literacy, including working knowledge of Microsoft Office applications.
• Ability to type at least 45 WPM .
• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
• Ability to prioritize and multi-task in a fast paced environment.
• Demonstrated ability to apply the processes, activities, and tools associated with managing customer requests.
• Ability to report to work on time and avoid unnecessary absenteeism.

Minimum Qualifications

Required

Two years of experience in communications, customer service, a related medical field, or the educational equivalency.

Preferences

Preferred

Experience with Epic and Outlook.

Type Benefited Staff

Special Instructions Summary

Additional Information

• The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.*
• Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply.

Veterans preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.*

The University of Utah is an Affirmative Action / Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veterans status.

The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106.

The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.*

• To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director / Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action : *
• Director / Title IX Coordinator*
• Office of Equal Opportunity and Affirmative Action ( OEO / AA)*
• 135 Park Building*
• Salt Lake City, UT 84112*
• 801-581-8365*
• [email protected]*
• Online reports may be submitted at* *oeo.utah.edu*
• For more information : * *https : / / www.utah.edu / nondiscrimination / *

To inquire about this posting, email : [email protected] (%[email protected]) *or call 801-581-2300.*

The University is a participating employer with Utah Retirement Systems (URS). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work).

Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS post-retirement rules and restrictions.

Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.*

• This position may require the successful completion of a criminal background check and / or drug screen.*
28 days ago